Abstract: Do you play a design, engineering, quality, or operations role in a large enterprise? Have you ever felt like it’s incredibly hard to deliver quality value to your customers or end-users? Maybe you work on a team that describes what they do as providing a “service”? Would you like to help your team collaboratively create a more holistic view of the systems they are working in so that you can apply some of the methods, mindsets, and processes from Agile, Lean, or Design Thinking? Come learn how!
PraxisFlow coaches have been using a combination of principles-based processes and methods including Service Blueprints and Wardley Maps to engage enterprise departments in Service Design and Design Thinking to create better flow. Our complexity-informed Service Design proposes that teams reimagine the systems they build and work within as complete sociotechnical systems. Systems that deliver value to users require the orchestrated interaction of humans and technology to deliver that value. Service Design equips designers and engineers with new tools, theory and praxis, to engage in productive discussions with operations (DesignOps anyone?) and management.
This session will focus on how to use a variety of tools including Service Blueprints and Wardley Maps together in order to view systems from a holistic sociotechnical service perspective. Our experience shows that the most effective teams have developed have a shared vocabulary and understanding of both the customer needs and the technical capabilities underpinning service delivery.
At PraxisFlow, we have learned by working with very large enterprises, that not all innovation efforts are worth the investments required as you scan across your portfolio. Exploring the intersection of these two maps, teams can determine the best parts of the value-chain to focus the appropriate design approaches (LeanUX FTW!). The result is innovation efforts that hit with the most impact.
This session is delivered as a fast-paced workshop. You’ll learn first with your hands and your friends, then we’ll briefly explore theory and leave you with plenty of pointers for further reading and research opportunities.
Learning Outcomes: - First we’ll explore how Service BluePrints can reveal the way user needs interact with the people and technologies in your organization. What does the customer need and see? What does the service organization do in response?
- Next you’ll learn how Wardley Maps help capture value-chains that show the interrelationships between user needs, technology adoption and sociotechnical practices.
